The relationship between customer and company progresses through a spectrum of emotional stages, ranging from indifference to brand loyalty. The manifestation of this relationship progresses from listening, learning and asking, through transactions, engagement and vocal brand advocacy (or vocal brand distaste). The specific transition from interaction to eng

My friend was small, furry, had the personality of a dog, but the body of cat. Rondo was the spirited, loyal, follow-you-around-the-house type. Rondo was fun. He wrestled, played fetch, put his paws under doors, hated going to the vet and came running when the doorbell rang. He jumped up on the bed, licked me […]

Early today, just after my morning run, my brother forwarded to me an article from the NYT about making money with Open Source software. For many in the tech community, this is a bit of old news. The summary version is that you really can’t make money with free software. Stated simply, people want something […]

I read with interest the article, “An F for business friendliness?” As a person who seems to dance between being a small business owner and an Entrepreneur, in Vermont, I do see the issues, feel the struggles and I am very aware of the landscape. As someone who helps companies from all over the world […]

I do not typically write about IPOs, or funding or things of this nature. But, this is interesting for a number of reasons,, in a space I do watch carefully. Yes, Freshdesk has 23,000 customers, 10,000 in the past two quarters, across 175 countries, what is fascinating is that they made it to this point […]